How do you customize service recovery for different customers?

The first thing to do is to identify the customer, this is by going to customers detail, you should create a familiar relationship with the client this informs the client that the company is organized and interested in the client. By creating this it will help the client to feel comfortable and give a sense of belonging, when you at that listen to the client complain and make appropriate enquiry so as to avoid the issue from getting escalated. Also while the customer is stating complain always apologize for the inconvenience this might have caused or be causing. lastly resolve clients issue and do a follow up to client satisfaction

In my experience the customer is the first place to start. They have an issue they need addressing and it's your job to fix it. That issue may have been one thing or the latest in a whole string of things. Your role at this point is to recognise the customer, recognise they have a complaint, not be defensive and be seen to be open to finding a solution

The first step to customer recovery is to do your research. Read the notes from the past conversations, study the account to see any discrepancies or noticeable issues. When you connect with the customer, the 100% clear on your limitations and any expectations the customer has communicated in past interactions that led to the original breakdown in the customer's relationship with the organization.

QUI QUOTE: To a complaining customer, you are not the representative of the company. You ARE the company. So own it. Be the CEO of the moment. Listen and allow him to vent. Angry or frustrated customers generally will not listen to or accept your apology until they have an opportunity to voice their frustrations. And listen to their complaints with the intent to take action, not to give an explanation. To a customer, when something is wrong, your explanation is an excuse. Customers want action, not excuses. Listen empathetically, apologize, and do whatever it takes to resolve the problem. When a customer complains, as CEO of the moment, take it personally. Take it professionally. Take it responsibly. Just don’t take it home.

A complaining customer is quite often looking to have their issue recognised and by default themselves recognised. ?? Start by being calm, welcoming and polite. ?? Ask the customer what the issue is and then listen to the customer. Don't interrupt. ?? When they have finished, apologise they have had this issue. ?? Clarify the issue with the customer. ?? If you can state what you can do about it immediately. If not seek agreement on the timeframe and nest steps you'll undertake to get it fixed for them ?? Thanks them for giving your company a chance to fix the issue and apologise again. And lastly, do what you say and keep the customer updated as you do it

Listen empathetically, apologize, and do whatever it takes to resolve the problem, even if it means having to go with your customer to your competitor. When all alternatives don't work, DON'T fire the customer. Simply ask him to resign. "I'm sorry but I'm not able to resolve your problems. Could I recommend Company X for your experience? I could contact them if you like." Both the customer and your competitor are happy. The customer will remember you and might be loyal to you. The competitor is happy because you recommended them. They may refer you later when they could not resolve another customer's complaint. A Mutual Admiration Society of sorts.

Following up can prove to be as important (if not more) as the resolution. Resolution allows you to fix the current problem, however, a follow-up allows you to demonstrate and set the tone for future interactions and experience. It clarifies and re-establishes the value you can bring to your customers' journey. This could mean strengthening the relationship, building trust and aligning on preferences in future partnerships/interactions that are expected to be delivered.

The goal is not to just fix a problem or resolve a complaint. It's also to restore the customer's confidence in doing business with you, now and in the future. A friend of mine, Tom Baldwin, the CEO of Bennihanna's restaurants, says, "Great customer service is mistakes handled well."

The key to customizing service recovery is to be willing to adjust based on the customer. By understanding their issue and taking ownership of the situation, you can show them that you value their business and will resolve their issue. It is up to us as Customer Service Professionals to identify the different SLA defects so that we can make adjustments accordingly. Ultimately, the whole company will be judged on the customers last interaction. Treat every contact like it is a family member that has called in with a problem, and I can guarantee you that your positive response rate will increase. Data does not lie. Own it and then fix it, and the company will be grateful for their repeat business.